Lead a team responsible for developing, implementing, and governing automated and technologically supported Claims quality assurance capabilities, including automation, analytics and reporting.
Oversee the development of business requirements, validation strategies, and automated QA capabilities, while ensuring quality standards, risk controls, and regulatory requirements are consistently met.
Accountable for the performance, governance, and continuous improvement of automated Quality solutions that support operational excellence.
Directs, leads, and motivates cross-functional team members in strategy development, planning, and execution of Quality Management processes and procedures.
Ensures objectives align with operational process, regulatory, risk and compliance goals to effectively contribute to the mission of USAA.

Bachelor’s degree: OR 4 years of related experience, in addition to the minimum years of experience required, may be substituted in lieu of degree (12 years of experience in lieu of a degree)
8 or more years progressive claims experience in the insurance industry.
3 or more years of quality assurance/control direct team lead or management experience.
4 years of quality assurance/control or quality improvement experience to include developing, implementing, and maintaining quality assurance/control/testing programs.
Demonstrated comprehensive knowledge of quality assurance trends, regulations, and best practices.
Demonstrated experience collaborating and interacting with leadership, stakeholders, and control/business/affiliate partners to influence decisions.
Demonstrated critical thinking, influencing through subject matter expertise, ability to provide root cause analysis for applicable business issues, and approaches work with a results and production-oriented mindset.

Director, Quality Assurance – Claims

Key skills